Becoming Embedded: Incorporating Instant Messaging and the Ongoing Evolution of a Virtual Reference Service.

The creation of an instant messaging (IM) service is described. The challenges encountered in developing, launching, and maintaining the project are examined and include technical support, archiving, balancing different formats, privacy, assessment, training, and the effectiveness of the IM channel....

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Bibliographic Details

Published in:	Public Services Quarterly Vol. 6; no. 4; pp. 343 - 360
Main Author:	Stormont, Sam
Format:	Article
Published:	Taylor & Francis Ltd Oct-Dec2010
Subjects:	Instant messaging Electronic reference services (Libraries) Application software Computer technical support Library reference services Archives
Online Access:	View this record in EBSCOhost